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Customer Experience Representative

2 months ago

Canada Brim Financial Full time
About the Role

Brim Financial is a leading Fintech company that offers innovative financial solutions. We are seeking a highly skilled Customer Experience Representative to join our team.

This is an exciting opportunity to work in a fast-paced environment where you will be responsible for delivering exceptional customer experiences. As a Customer Experience Representative, you will be the primary point of contact for our customers, providing timely and effective support through various channels.

Key Responsibilities
  • Represent Brim Financial's brand with best-in-class customer experience, helping customers with their inquiries and resolving issues in a timely and professional manner.
  • Manage customer relationships by taking ownership of inquiries and providing personalized support.
  • Develop and document new processes to improve customer experience and resolve frequent pain points.
  • Be the frontline of support for our customers, responding to and resolving questions in a considerate and timely manner.
  • Create a positive and engaging experience for our customers, providing the right solutions in a timely manner.
  • Help customers understand digital self-serve functionality available to them in our app and online portal.
  • Maintain excellent and up-to-date knowledge of features, policies, and procedures about our products and services.
Requirements
  • 5+ years' experience delivering great customer experiences in a fast-paced environment.
  • Bilingual ability (English-French).
  • Strong interest in technology, particularly fintech, and agility at learning new platforms and features.
  • Strong people skills: approachable, good listener, and empathetic.
  • Polished writing skills and ability to craft clear and concise emails.
  • Ability to diagnose customer issues and make customers happy.
  • Organized and efficient, with a strong attention to detail and accuracy.
  • Self-motivated and results-driven, with a commitment to continuous improvement.
  • Dependable, responsible, accountable, honest, hardworking, resourceful, and friendly.
Preferred Qualifications
  • Experience with the TSYS credit card processing environment.
  • Financial industry experience.
  • Experience in servicing customers in a fast-paced customer-focused credit card issuing environment and post-conversion in new product launches.
What We Offer
  • The opportunity to work in a dynamic and growing company.
  • A competitive salary and benefits package.
  • A diverse, kind, committed, and hardworking team.